Technical Client Support Specialist - Hotel Tech

Smarthotel; Utrecht; Hybrid; EUR 35,000 - 40,000; Full time

Benefits offered by this job

Fully remote option

Hybrid work

Lunch at Utrecht office

Job summary

Smarthotel is seeking a Technical Client Support Specialist to investigate and resolve advanced technical issues for hotel clients. You’ll work with cross-functional teams to ensure services run smoothly across distribution, bookings, and payments, primarily supporting hotels in the Netherlands with expansion to Belgium and other European markets.

You’ll handle complex cases, analyze system behavior, and document solutions for knowledge bases.

Qualifications

• At least 2 years in a customer-facing technical role, preferably in enterprise software or SaaS.
• Strong analytical and troubleshooting skills with ability to investigate complex issues and identify root causes.
• Fluency in Dutch and English, written and spoken.

Responsibilities

• Solve complex technical issues related to hotel tech solutions and services.
• Investigate and resolve connectivity, booking, or payment process issues; collaborate with Product and Engineering teams.
• Manage and prioritize Tier 2 support cases, ensuring high-quality solutions within service standards.
• Collaborate with Client Services and other teams to resolve high-priority incidents.
• Monitor system alerts and inform the Client Support team about incidents or updates.
• Document findings and create knowledge base articles; participate in an emergency support rota (evenings/weekends).

Skills

Customer-facing

Analytical

Troubleshooting

Bilingual (Dutch/English)

Communication

Education

Experience in enterprise software/SaaS

Tools

HTML

CSS

JavaScript

SQL

Job description

In this role, you'll investigate and resolve more complex technical issues, working closely with colleagues across different teams to keep our solutions running smoothly for our hotel clients.

*Fluent English & Dutch is required

About the role

Are you someone who likes getting to the bottom of technical issues? Do you enjoy figuring out how systems work, investigating problems and finding solutions that make a real difference for clients? Then we'd love to meet you!

At Smarthotel, we help hoteliers simplify their daily operations with smart, connected technology. Our solutions help hotels manage everything from distribution to payments and direct bookings. And with different systems working together, there's always an interesting technical challenge to solve.

You'll combine your technical knowledge with a customer-focused mindset, making sure that even the most complex issues are handled with care.

You'll mainly support hotels in the Netherlands, alongside clients in Belgium, Germany and other European markets.

What you will do

As a Technical Client Support Specialist, you'll be the person colleagues turn to when a technical issue needs further investigation. You'll work on complex support cases, analyse what might be causing a problem and find the best way to resolve it.

One day, you might be investigating a connectivity issue between hotel systems. The next, you could be analysing an error in a booking or payment process, or working with our Product and Engineering teams to resolve an issue.

Your responsibilities will include:

• Solving complex technical issues: Investigating and resolving technical challenges related to our Channel Manager, Booking Engine, payment solutions, connectivity and hotel websites.
• Getting to the root of problems: Analysing system behaviour, errors and technical information to understand what's causing an issue and how to resolve it.
• Managing technical support cases: Handling and prioritising Tier 2 support requests, ensuring high-quality solutions within our service standards.
• Working together: Collaborating with colleagues across Client Services and other teams to resolve complex or high-priority incidents.
• Monitoring our systems: Keeping an eye on system alerts and errors, identifying potential issues and proactively informing the Client Support team about incidents or service updates.
• Sharing technical knowledge: Documenting findings and solutions in our CRM and ticketing systems, and creating technical guides and knowledge base articles to help colleagues and clients.

  You'll also be part of a shared emergency support rota, which may occasionally involve evening, weekend or public holiday shifts.

Who you are

We're looking for someone who enjoys understanding how technology works and doesn't shy away from a complex problem. You're analytical, curious and persistent, but you also understand that behind every technical issue is a client who needs help.

You can work independently on technical investigations while knowing when to involve colleagues. And you're able to explain technical findings in a way that makes sense to people who aren't technical experts.

You bring

• At least 2 years of experience in a customer-facing technical role, preferably within enterprise software, SaaS or an environment with multiple integrated systems.
• Strong analytical and troubleshooting skills, with the ability to investigate complex issues and identify their root causes.
• Fluency in both Dutch and English, written and spoken.
• Excellent communication skills and the ability to explain technical information clearly to non-technical colleagues and clients.
• A customer-focused mindset and a genuine commitment to delivering high-quality support.
• The ability to manage multiple technical support cases, prioritise effectively and collaborate with different teams.
• A proactive attitude and an interest in continuously improving processes and solutions.

  It's a plus if you have:

  • An understanding of development concepts or technologies such as HTML, CSS, JavaScript or SQL. You don't need to write production code, but being able to understand technical information and use it to investigate issues is valuable.
  • Experience with hospitality technology, such as Property Management Systems (PMS), channel managers, booking engines or hotel website platforms.
  • Familiarity with payment processing workflows and related compliance requirements.

About Smarthotel

At Smarthotel, we're passionate about helping hoteliers do business better.

Our connected technology solutions help hotels manage their distribution, grow direct bookings, simplify payments and streamline everyday operations. We support more than 2,500 hotels across 10+ countries, combining smart technology with personal, reliable support.

Behind our software is a team of people who genuinely care about our clients and their success. We believe in helping first, being proactive and working together to find the best solutions.

What we offer

At Smarthotel, you'll join an international team of colleagues who share a passion for hospitality, technology and helping others.

You'll work with people across Client Services and other departments, combining your knowledge and experience to solve challenges and continuously improve the way we support our clients.

• A full-time position of 40 hours per week.
• A salary between €35,000 and €40,000 gross per year, depending on experience.
• Fully remote, or hybrid working, combining time at our Utrecht office with working from home.
• The opportunity to develop your knowledge of hospitality technology and our connected solutions.
• A collaborative, international working environment where your ideas and contributions matter.
• A healthy, growing software company with ambitious plans.
• A great lunch at the office in Utrecht.

Our application process

Our recruitment process consists of:

• An introductory interview
• A second interview with the team
• An offer

Do you enjoy solving technical challenges, understanding how systems work and using your expertise to help others? We'd love to hear from you!